ARD Systems Support Officer (Documentation and Training)

LSE is committed to building a diverse, equitable and truly inclusive university

(9 month fixed-term contract or secondment opportunity)

Salary from £41,758 to £46,741 pa inclusive with potential to progress to £49,604 pa inclusive of a London Allowance (inclusive of a £6,000 market supplement which is periodically reviewed)

This is an exciting opportunity to join the ARD Systems Support team in a role mainly focussed on writing comprehensive knowledge base content for our end users, while also offering some technical support and training on our two major platforms: Salesforce and SITS. Knowledge base content and documentation is an important pre-cursor to rolling out more self-service capabilities for our end users, so this post will fill a strategically important role for the team.

The ARD systems team deliver Schoolwide solutions on the Salesforce CRM platform which are used by all staff and students, and other stakeholders engaging with the institution across multiple services. The team also develop and support the LSE’s Student Record Systems (SITS) which underpins the key processes in the student lifecycle, from prospective applicant through to graduation and beyond. 

The post holder’s time will be split in three areas: Documentation (60%), Training (20%) and First-line support (20%). As such their responsibilities will include:

• Writing knowledge base content with the help of developers and subject matter experts in order to enable a new self-service function for our users.
• Rationalising existing technical Wiki content and helping migrate it to a new platform.
• Delivering training to end-users on existing solutions, after an appropriate period of familiarisation with the technology.
• Answering technical queries about Salesforce, SITS and e:Vision as a first-line support officer, escalating where necessary.

The post holder will have:

• Experience using SITS and/or Salesforce and a good understanding of the basic principles that govern the systems.
• Experience of creating/editing user documentation.
• Excellent interpersonal, organisational and communication skills
• A constructive approach to solving problems

We offer an occupational pension scheme, generous annual leave, hybrid working, and excellent training and development opportunities.

For further information about the post, please see the how to apply document, job description and the person specification.

To apply for this post, please click the 'Apply' button above. If you have any technical queries with applying on the online system, please use the “contact us” links at the bottom of the LSE Jobs page. Should you have any queries about the role, please email Andy Kaufman on a.n.kaufman@lse.ac.uk

The closing date for receipt of applications is 01 December 2024 (23.59 UK time). Regrettably, we are unable to accept any late applications.

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